Merton Carpet Cleaning Complaints Procedure

Merton Carpet Cleaning is committed to providing reliable, professional carpet and upholstery cleaning services. We aim to resolve any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise an issue, how we will respond, the timescales involved and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to:

Set out a clear and straightforward process for making a complaint about any aspect of our cleaning services. Ensure all complaints are handled consistently, promptly and fairly. Enable us to understand and put right any issues with our work. Help us review and improve our carpet and upholstery cleaning services across our service area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may include, but is not limited to:

Concerns about the quality of cleaning work carried out in your home or business. Damage you believe was caused during a visit. Issues with punctuality, conduct or communication from our cleaning technicians or office staff. Problems with appointments, access, pricing explanations or invoicing. Dissatisfaction with how a previous concern or enquiry was handled.

If you are unsure whether an issue counts as a complaint, you are welcome to raise it with us and we will advise you on the best way forward.

3. How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or verbally. When submitting a complaint, please provide as much detail as possible so that we can investigate effectively. Useful information includes:

Your full name and the property address where the cleaning took place. The date of the service and, if known, the name of the cleaning technician. A clear description of what went wrong and how it has affected you. Any steps already taken to resolve the issue informally. Any supporting information, such as photographs of the affected area, where relevant.

We encourage you to raise any concerns as soon as possible after the service, so we have the best opportunity to put things right.

4. Our Initial Response

Once we receive your complaint, we will acknowledge it and record it in our internal complaints log. We aim to:

Acknowledge your complaint within two working days. Clarify any immediate details if we need more information to understand the issue. Advise you of the next steps and approximate timescales for our investigation.

In some cases, straightforward issues can be resolved at this initial stage, especially if they relate to simple misunderstandings or minor service concerns.

5. Investigation of Your Complaint

For complaints that require a fuller review, a member of our management team will investigate. This may include:

Reviewing the booking details, job notes and any relevant invoices. Speaking with the cleaning technician or staff members involved. Considering any photographs, messages or written information you have provided. Where appropriate, arranging a visit to inspect the affected carpets, rugs, upholstery or other surfaces.

We aim to complete our investigation and provide a substantive response within ten working days of acknowledging your complaint. If the matter is complex or requires additional time, we will keep you informed of progress and revised timescales.

6. Outcomes and Resolutions

After completing our investigation, we will explain our findings and any actions we propose to take. Possible outcomes include:

An apology and explanation, where we have not met our usual standards. A return visit to re-clean affected areas at no additional cost, where appropriate. Practical steps to remedy or minimise any ongoing issues, where possible. Review or adjustment of charges, where justified by the circumstances. Internal training or service improvements to prevent similar issues in future.

We will always aim to provide a fair and proportionate resolution, taking into account the nature of the complaint and the evidence available.

7. If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome or feel that your complaint has not been handled fairly, you may request a further review. In your request, please explain:

Why you are dissatisfied with the decision or proposed resolution. Any additional information or evidence you wish us to consider. What outcome you are seeking, if this has changed from your initial complaint.

A senior member of our team, not previously involved in your case, will review both the original investigation and your additional comments. We aim to complete this review and respond within ten working days. This will normally be our final position on the matter.

8. Timescales and Limitations

To help us investigate effectively, we ask that complaints are raised within a reasonable time of the service date, ideally within 30 days. This enables us to review accurate records and, where necessary, inspect the areas that were cleaned while conditions remain similar to the day of service.

Although we will always try to assist, issues raised after a significantly longer period may be more difficult to assess objectively and may limit the remedies available.

9. Our Commitment to Improvement

All complaints, whether minor or serious, are logged and reviewed regularly by our management team. We use this information to identify any recurring patterns, address training needs and refine our working practices.

By following this Complaints Procedure, we aim not only to resolve individual concerns but also to maintain and improve the quality, reliability and professionalism of Merton Carpet Cleaning services across our service area.

10. Feedback and Compliments

We welcome feedback of all kinds, not only complaints. If you have suggestions on how we can improve our carpet or upholstery cleaning, or if you would like to share a positive experience with a particular technician or service, we encourage you to contact us. Your comments help us to recognise good practice and continue to raise our standards.

This Complaints Procedure does not affect your statutory rights.